We strive to provide the most accurate and quick support as possible to our customers.
To ensure good quality of the assistance we provide, it is important that we are given the ability to troubleshoot in a way that results in an effective working environment for us as well as little impact as possible on the shop’s customers.
This means that:
- We need access to a staging environment (ie a cloned version of the website). This staging environment needs to be accessible via a public URL.
- We need access to a WordPress login with admin capabilities. If it is a Multisite, we need Super Admin capabilities.
- We need access to SFTP credentials.
Without the information above, we have no way to guarantee help with troubleshooting.
Exception of these requirements are simpler support tasks where the problems are related to configuration and basic settings of the module.
